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Best answer by Blastoise186

Updated on 29/07/25 by Emmanuelle_OVO:

Howdy @Tunny165 ,

Sure thing. Please let the Support Team know about this and ask them to generate a TAG Code. Once you have it, please wait for one hour and then pop down to any PayPoint shop. When you get there, ask the shopkeeper for a new electric key and give them the TAG Code so that they can program the new key for you. Don’t top-up yet!!!

After that, please go straight home and pop the new key in the meter and follow the instructions on screen. Do not remove it until the meter confirms the key is active. Once you’ve done that, feel free to head back to the shop to top-up as normal.

Just so you know, the old key will be disabled and blocked as part of this process. Please make sure to drain all credit off of it before you request a TAG Code!

Alternatively, if you’ve got plenty of credit, the Support Team can post you a new key that’ll already be programmed. Whichever works for you. :)

 

I've lost my top-up key/card – what do I do?

 

You can get a new meter key/card from any shop that stocks replacement OVO Energy keys/cards.

 

But before you go, you’ll need to contact our Support team to let us know you’re going to get a new key/card. We’ll provide you with an 8-digit ‘TAG’ code within an hour. Give this code to the shop assistant and they’ll be able to set up your new key/card with our rates and other relevant information so you can register it when you get home.If you don’t need to top-up urgently, we can send you an already programmed key/card in the post. You’ll get it within 3-5 days.

 

Before you add any credit with your new key/card, please register it in the meter. If you try to do a top-up before registering your key/card, the credit could be wiped.

 

We’ve also got a really handy topic dedicated to this which may be helpful:
 


How to get in contact about my OVO Pay As You Go account
 


Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.

 

There are also tons of helpful resources and information available on our OVO Help pages.  

 

If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.
 

Struggling with your energy bills? Our Support Package might be helpful to you.

 

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49 replies

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A
Newcomer
Adam1010
Newcomer
October 20, 2022

The problem I always seem to have

Blastoise186
Super User
Blastoise186Super User
Super User
October 20, 2022

Ahh… I can reproduce that as well. I will report this to the moderators and ask for it to be looked into.

Do you need the power back on urgently? Especially if you’re on the Priority Services Register, try calling 105. Your DNO might be able to help.

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Blastoise186
Super User
Blastoise186Super User
Super User
October 20, 2022

Also, try 0800 358 3523

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Blastoise186
Super User
Blastoise186Super User
Super User
October 20, 2022

While I’m at it, I strongly recommend you immediately shut down anything that’s not important. That should slow down the EC drain.

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A
Newcomer
Adam1010
Newcomer
October 21, 2022

Hi Emmanuelle. We have £2 left on the emergency credit - it still won't accept the credit on the key, so we are waiting for it to run out. We need some advice to explain how to get the credit from the key to the meter

Blastoise186
Super User
Blastoise186Super User
Super User
October 21, 2022

You should just be able to put the key in the meter and follow the instructions on-screen. Does it not react at all?

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Blastoise186
Super User
Blastoise186Super User
Super User
October 21, 2022

Once you run out of credit and go off-supply, any response gets upgraded to emergency with a four hour response time. If either your key or the meter is found to be faulty (which is sounding likely!) you won’t be charged a penny for the engineer visit.

I suspect the meter probably is misbehaving, so it’d likely result in an Emergency Meter Exchange (EMEX). You’ll probably get smart meters as a result.

As for the credit on the key, if an EMEX goes ahead I’d recommend talking to Boost about getting a refund. They’ll figure something out with you about that.

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    A
    Newcomer
    Adam1010
    Newcomer
    October 21, 2022

    Ok. Thank you very much for your help. Yes there is no response at all on the meter. We will know soon!

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 21, 2022

      No worries.

      Yup, sounds like it’s dead then. Sometimes there’s tricks an engineer can do to get it going again without needing to swap it out, but if those fail the only fix is to replace it.

      Let us know how you get on!

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        A
        Newcomer
        Adam1010
        Newcomer
        October 23, 2022

        It's been swapped out now. Thanks for your help 👍🏻

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